Costway is an online retailer selling furniture, home goods, appliances, pet supplies, and other goods for the home. The company has a long retail history and has steadily grown to be a top player in many global markets.
Costway began by selling branded merchandise on Amazon and eBay, but since 2015 has been operating at Costway.com, shipping goods from their own international warehouses.
By relying on their own supply chain Costway is able to offer free standard shipping on all items with no purchase minimums and guaranteed fast shipping.
How Does It Work?
Costway operates as a central retailer for a large variety of product manufacturers that sell their products through Costway.com and under the company's brand.
Once in the Costway ecosystem, goods can be sold across several online channels such as Amazon, Ebay, or Walmart and are are shipped directly to customers. This system comes with its share of pros and cons for sellers.
By having warehouses in the US and Europe Costway can serve a large population of customers. Further, by taking over the supply chain for individual sellers they have concentrated the shopping experience to one website, making for a more efficient sales process.
On the other hand, this massive undertaking has sometimes come at the cost of customer support. By having to deal with each supplier's various products, providing quality customer service and product support has proved challenging for Costway.
Another major challenge is maintaining quality control standards across such a wide array of products and suppliers. This has resulted in a wide range of Costway reviews from customers, everything from glowing feedback to furious complaints.
Understanding the limitations of their business model, Costway has recently navigated to having much of their products be ones that don’t require servicing, such as basic patio furniture.
A detailed outline of the company’s refund policy can be found on their website. Most goods qualify for a 30 day refund period.
If you're unsatisfied with your purchase you will have to send qualifying items back in their original packaging. For most items you will be issued a prepaid return label.
Costway states that without the original packaging you will be charged a $45 fee, per item.
Customer Service Contact Info
Customers who wish to speak with Costway customer service can do so using:
- Email: [email protected]
- Phone: 213-401-2666
- Live Chat
- Website Message
Costway Customer Reviews
Unfortunately Costway receives poor reviews from some unhappy customers, all of which seem to be regarding the poor quality of the products themselves, as well as the unhelpfulness of Costway customer service.
Costway reviews reveal that customers sometimes receive damaged, poorly constructed, or non-functioning items and then have to spend time working with customer rep to solve their issues.
Many customers who received damaged furniture or products missing critical components have had a difficult time having their issues rectified.
Some customers stated that when they attempted to return a product, or call to complain about products that broke soon after they were delivered, they found the response they received unsatisfactory.
Other customers simply had difficulty getting customer service to follow through with a speedy resolution in getting the right parts sent out to finish assembly of merchandise.
Currently Costway has a D- rating with the BBB and 356 complaints on that platform. This is not great but should also be taken in the context that this company claims to serve 10 million customers per month.
In some cases Costway representatives offer small financial compensation lieu of fully replacing damaged furniture.
Competitors and Alternatives?
There are many online discount retailers so customers will have many other opportunities to find the products they are looking for, but they will want to take the same caution looking for reviews of these retailers.
There are also many boutique e-commerce furniture companies popping up including Inside Weather Furniture, Madison Seating, France and Son, and Thuma Bed.
Some of the major players also include WayFair and Amazon.
Again, most online retailers have at least some complaints, partly due to the fact that they're serving such a large number of customers.
It’s important to do your research and make sure you can get customer support for your purchase should you need it.
Is Costway a Good Brand?
In recent times most goods we buy are manufactured overseas, so we’ve come to expect a lower standard of quality from items purchased online vs locally.
In regards to Costway, while the overall customer reviews are mixed, you may luck out and score a discounted item that will last, or you may be among the many customers who are left with defective goods and a customer service headache to deal with.
Even if you are shopping for budget goods it may be a good idea to order from brands that have a local presence in your city.
The ability to have a physical place to go to and speak with a real person in case something goes wrong can prove beneficial.
In our opinion it would be best to limit the use of Costway for non-technical items that are easily assembled and won’t require ongoing maintenance or support.
If you have any experience with Costway or their products, please leave your reviews below.
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Costway Customer Reviews
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Prompt service, Merchandise (Pillow system) was best price and as advertised -- Thank you.
Requires too much time to be put together
Such a Cute Planter
Everything was great
Shipping was as specified when order was placed
Defective 7 Pieces Patio Rattan Dining Set with Armrest Cushioned Chair and Wooden Tabletop
We purchased a patio set in November and stored it in its original boxes for the winter. However, when we started assembling the set two days ago to prepare our patio for the summer, we discovered that one of the chairs is defective. One side of the chair is shorter and cannot be properly put together, rendering the entire patio set useless. The set was designed to accommodate six people.
I reached out to the customer service department regarding the issue, but they informed me that they cannot provide a replacement because more than three months have passed since the purchase. However, I want them to address their own mistake rather than seeking warranty coverage. To my dismay, I discovered through reading reviews that this is a common issue with this particular patio set, and the company is aware of the problem.
Furthermore, the set itself is poorly made and of low quality. It was our oversight not to assemble it in November (had we done so, we would have returned it without hesitation), but since it is a patio set, we did not require it during the winter months. The set consists of a table and six chairs.
Buyer beware!! Be very cautious when purchasing from Costway. Costway does not honor the prices advertised on their website. They just cancel orders at their discretion.
And While Costway’s own website says “100% satisfaction guaranteed” at this point I am 100% unsatisfied. I have made every effort to allow Costway to make this right but they refuse to stand behind their promise “customer satisfaction guarantee” and honor the price advertised on their own website.
I purchased a dinning set only to have my order canceled due to a “pricing error”. While I understand this was an error but Costway should honor the prices advertised on their website. Your customers should not be punished for your mistakes.
When I contacted customer service to request them to honor the price, they offered a $50 credit and 10% of a purchase. This does not come close to making up the difference in price from what I originally paid to what they are now asking me to pay. And there is never a manager available to speak to. So you are left with no answers as to what they will propose.
Great customer service!
God quality machines for a reasonable price.
A year ago I bought a Costway washing machine to use in my apt. I could not be more pleased with the performance in all aspects. The clothes come out clean and the spin dryer feature does an excellent job.
I also recently bought a Costway clothes dryer. It is doing a phenomenal job. No more lint on my clothes and my towels are fluffy again. I highly recommend both of these machines.
The perfect folding chair
No Customer Service, BEWARE!
Delivers on their promises
Good selection and a reasonable price.
Pation Rattan Rocker
Terrible Customer Service. Won't stick to advertised prices.
This unit came highly reviewed and performs excellent. It's just unfortunate that it has to be purchased from a company with such terrible customer service.
The item was sold out when I went looking for it on the website, so I signed up to be notified by email if/when the unit came back in stock. I got an email a few weeks later saying that it was back in stock and advertised a large discount! The original price of $174 had a big line through it and the new price of $139 +free shipping was being advertised in the email notifying me that the item was back in stock. I was incredibly excited!
I clicked on the link in the email and was directed to the item's page on their website, except the price was listed at $169. A whopping $5 off. I double checked the email I received advertising the price of $139+Free Shipping, and it was only 4 hours old. I assumed this must be a mistake, so I emailed their customer service and received this response: "Thank you for contacting Costway Customer Service Team. My name is Amelia and I will be more than happy to assist you today. Our product is adjusted according to the market price and our warehouse inventory. The price could be different and updating every day. You can register on our website and contact us after you register, we can send you a $10 off coupon for you to buy the item. Kind regards, Amelia"
What a terrible response. What terrible customer service. What a terrible way to run a business. If your advertised price is what brings me to your website, then you need to stick to that price. You can't sucker me in and then change the price once I'm here.
We're sorry that our products did not satisfy you.
We will provid better products and services in the future.
If you have any questions, please forward your question or concern as well as the order number to our customer support at [email protected]？
We will solve your problems as soon as possible